12:30 PM - 1:24 PM EDT (54min duration)
This issue is now fully resolved, and all voice agent calls are operating normally.
Between approximately 5:00 PM ET on May 12 and the morning of May 13, a subset of voice agent calls failed to connect due to a compatibility change introduced by our upstream voice provider. Affected calls were incorrectly displayed as "In Progress" in the UI rather than reflecting their failed status — we are working to correct those records.
A fix was deployed on the morning of May 13. We are conducting a full review of the incident and will take steps to prevent a similar disruption in the future.
We sincerely apologize for the impact this had on your workflow and for any confusion caused by the inaccurate call statuses.
12:33 PM - 8:04 PM EDT (7h 30min duration)
AI Drafts Slow Loading Times and Failures
The issue affecting AI draft generation and case file processing is now fully resolved, and all systems are operating normally. We apologize for the disruption this may have caused to your workflow. Thank you for your patience throughout this incident.
No incidents reported